Automated Dynamic Citizen’s Complaints Model “ADCCM” for Municipalities in Arab Countries

Abstract

Citizen Complaints are critical and of high importance specially in developing societies, as they provide a mechanism for individuals to hold municipal officials and agencies accountable for their actions. This research paper explores the nature of citizen complaints and their importance. The paper reviews the types of citizen complaints, the process of posting a complaint, and the factors that influence the effectiveness of complaints. Additionally, the paper analyses the response of local governments/municipalities to citizen complaints, including the strategies that they have implemented to address these issues. On top of that, the paper uses all of the above mentioned points to build an automated dynamic citizen's complaints model “ADCCM” for Municipalities in Arab countries. The model is realized as it is designed, developed & evaluated.